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My LOTRO Experience
Kiemye
Member Posts: 26
I made a trial account on Dec 23rd. I went through the n00b instances and went to load into the actual game. Instead of putting me into the game it threw me back into the n00b instances. I tried to do the quests again and again, no go. Contacted in game support.
The guy that messaged me about my ticket had absolutely no idea what he was doing. I asked him to manually move my character, which any CSR in any game, even SWG can do. He acted like that was a horrible thing to ask. He said he couldn't do it!! I asked him why not? If a player gets physically stuck in the world a CSR moves them to another located to unstick them. He said it was absolutely impossible to move a character anywhere.
He escalated my ticket to a Senior GM and told me they would be with me shortly. I waited for 4 hours. No one ever came. So I logged off because I had to go to sleep. I log back on to find that they closed my ticket due to me not being online when they came to assist me. In their words, "We cannot assist someone who is not online. This ticket is now closed".
I made another ticket. Waited for a CSR, only to get the first CSR who had messaged me to begin with. He was of course useless. He escalated it again. I made sure that I stayed logged on while I did various things around the house. 7 1/2 hours later, no one had messaged me. So I went to bed.
The next day a Senior GM had still not responded to my ticket and to get someone to message me I had to file a 3rd ticket. A Senior GM messaged me and moved me to another spot and then left. The spot they moved me to stuck me between 3 surrounding gates, none of which I could open. I messaged that Senior GM back and they ignored me. Never replied, but was online.
I e-mailed their "tell us how we're doing" e-mail address. That was almost a week ago. Still no reply.
I e-mailed account management the same night to request an extension on my trial. Still no reply.
Finally, after trying to get a very simple matter resolved for an entire week, having CSR's and GM's ignore me, and having tickets closed simply because I couldn't spend 24 hours a day waiting in game for someone to message me back, I uninstalled the game. I simply cannot play a game where the customer service is worse than even SWG's.
Comments
Sorry you had the experience that you did. No excuse for CS to respond the way they did. It does seem to be really busy this holiday season, but again once they responded to you they should have made sure they fixed the problem.
One quick question for you. Why not just create a new character to go through the beginning instance with? It only takes a few minutes to finish that part. You are much more patient than I that's for sure. After waiting about 5 minutes I would have been back at the creation screen making a new character.
I had that experience in the elf starter instance..but that was in beta 2. I made a new toon and it worked. Took like 2 minutes.
Sucks you had a bad experience, but I havent heard of this happening since months before launch. And I can without a doubt say Turbines CS is better than swg's and SOE's. Probably over the holidays no one is there to help..and they do paying customers before trials. Oh well, cant blame ya for the way ya feel if that was your experience. Good luck finding a game.
See you in the dream..
The Fires from heaven, now as cold as ice. A rapid ascension tolls a heavy price.
I made a new toon and had the same thing happen. I understand helping paying customers, but if someone has taken the time to download the trial and tried their hardest for a week to get someone, anyone to help them so they can attempt to test the game so they can decide if they DO want to become a paying customer is pathetic customer service. To close a ticket simply because the user was not online is even worse. That is basically saying "because you didn't wait around on me I'm not going to help you", After filing numerous tickets and literally begging for help, staying online for a combined 11 hours waiting for someone to reply, and then having a GM move me only to abandon me in a area I can't get out of is truly pathetic.
I played and still have a subscription to SWG, and while their customer service has definitely lacked at times, in my experience it was/is far better than what I experienced with LOTRO.
I am glad you had a better experience than I did.
I made another character AND re-did the n00b instance at least 10 times, if not more.
try a different race or server? does every starter instance do this?
And when you talk to the npc at the end and click finish now or travel or whatever it just takes you back to the beginning of the instance?
See you in the dream..
The Fires from heaven, now as cold as ice. A rapid ascension tolls a heavy price.
I made another character AND re-did the n00b instance at least 10 times, if not more.
Very odd. Not sure what to tell you, as I've never heard of that before.Did that happen for you in all the starter areas? How about another server? Like I said, never heard of that before, so just throwing out some ideas to try. It's a bummer when it doesn't work like it's supposed to. Hopefully things will go smoother for you in the future.
You play european game right ?
Codemasters are known as very sucky GMs
And if you are stuck in N00b instance, your character is not created yet. It is more of tutorial.
They can not move non existing character
No, I don't play Euro games. I am in America. Funny, because a GM moved me to another area, in which I was stuck in there also, so I guess my character was "made".
I deleted the game from my pc as I was never able to play or enjoy it. Which sucks, but oh well. There are other games out there.
I have NEVER ever heard of anything like this happening to anyone.. and it happening to more than one character of yours doesn't make any sense what-so-ever
Very very odd if it did actually happen
This was an issue in early beta. But i think it was because too many people were trying to get through the instance. It was right after the char wipe i think so everyone was trying. Too long ago to remember. I looked through the forums and couldnt find anyone with a similar problem. Sh!t happens though. If his problem happened to me, I would probably do the same as him and just uninstall and move on. You can only give a game so much of a chance in todays market. Every little bit counts.
See you in the dream..
The Fires from heaven, now as cold as ice. A rapid ascension tolls a heavy price.
No, I don't play Euro games. I am in America. Funny, because a GM moved me to another area, in which I was stuck in there also, so I guess my character was "made".
I deleted the game from my pc as I was never able to play or enjoy it. Which sucks, but oh well. There are other games out there.
What area where you in? The elf starter instance? the human? You are talking about the initial instance you do the moment you start the game when you are alone and not the newbie area instance where there are other poeple right? Just trying to figure out your problem is all.
See you in the dream..
The Fires from heaven, now as cold as ice. A rapid ascension tolls a heavy price.
I'm thinking maybe it was user error.
But its a shame there wasn't better customer support, I never really needed to speak with them during my few months there.
Who the hell are you, and why should I care?
Congrats! You are a victim of Trollstar!
Oh it actually happened alright. My husband still has LOTRO on his machine I think. I'll look later and screenshot the tickets.
No it was not user error. I'm not a MMO n00b. I've been gaming for years. Geneva, one of the Senior GM's said there was something "definitely wrong with me teleporting into new areas".
No, I don't play Euro games. I am in America. Funny, because a GM moved me to another area, in which I was stuck in there also, so I guess my character was "made".
I deleted the game from my pc as I was never able to play or enjoy it. Which sucks, but oh well. There are other games out there.
What area where you in? The elf starter instance? the human? You are talking about the initial instance you do the moment you start the game when you are alone and not the newbie area instance where there are other poeple right? Just trying to figure out your problem is all.
I was in the elf starter instance. No, there wasn't other people around. Geneva seemed to think it was something on their end.
This was an issue in early beta. But i think it was because too many people were trying to get through the instance. It was right after the char wipe i think so everyone was trying. Too long ago to remember. I looked through the forums and couldnt find anyone with a similar problem. Sh!t happens though. If his problem happened to me, I would probably do the same as him and just uninstall and move on. You can only give a game so much of a chance in todays market. Every little bit counts.
"her" not him.
Anyways, thanks for the support and trying to help find similar issues. I wasn't able to locate any either.
So first of all you told us you had the problem once, then when people were a bit sceptical it became twice and now for emphasis, it's become 10 times.
I'm sorry, but my first impression is that this is probably a troll post. If not, sorry you had problems but as others have said the only logical explanation I can see is that you were doing something wrong yourself. If the GM's couldn't help it's probably because they couldn't see the problem because there wasn't one.
If there was a gamebreaking bug as described here that could happen 10/10 times, those of us playing the game would probably know about it, as would the devs who would very quickly squish the bug. I read the official forums all the time and haven't seen anyone else reporting this to have happened to them even once.
So first of all you told us you had the problem once, then when people were a bit sceptical it became twice and now for emphasis, it's become 10 times.
I'm sorry, but my first impression is that this is probably a troll post. If not, sorry you had problems but as others have said the only logical explanation I can see is that you were doing something wrong yourself. If the GM's couldn't help it's probably because they couldn't see the problem because there wasn't one.
If there was a gamebreaking bug as described here that could happen 10/10 times, those of us playing the game would probably know about it, as would the devs who would very quickly squish the bug. I read the official forums all the time and haven't seen anyone else reporting this to have happened to them even once.
Where in my initial post did I EVER say I had the problem only "once"? Please, quote my post and show me. If you read the initial post, which you obviously didn't, I explained that the GM's weren't trying to help at all. It wasn't that they couldn't help, they simply weren't trying. When one finally did contact me (a week later) , they (Geneva) moved me and then left me in an area I still couldn't get out of.
All in all over the course of a week I repeated the quest around 10 times total. I repeated it before contacting customer service, then +Irnold+ (a CSR) had me repeat it multiple times as well. Geneva (GM) moved me from the n00b instance (your own instance) to the regular n00b area where there were 3 gates surrounding me, which I couldn't get through any of them.
I have better things to do with my time then troll. Especially troll with things that never occurred. I'm not sure where all of your hostility is coming from Reaperuk , but direct it somewhere else as I'm not interested.
Holy crap. such anger!
To the OP, I am sorry that you had that experience with Customer Service. I have heard other horror stories with EU support, so I am not surprised with the troubles you are having.
I think part of the "hostility" towards your post likely comes from US players such as myself who have never run into such problems with CS/GMs. I have played LotRO since Alpha 2, and have always had prompt, appropriate replies to game issues.
Luckily, I think I have only had one such game issue since official launch. Most of my "tickets" have to do with Gold/Power Leveling Spammers, almost always in Bree.
I wish you better luck in other MMO's. Hopefully, Turbine will make it easier for EU players to play on US servers as many seem to want to do.
Cheers!
Faithless is he that says farewell when the road darkens.
J. R. R. Tolkien
I remember being put into a seemingly gated off area after leaving the elf intro instance. There was a way out, i don't remember how(i haven't been there in a looong time). It sounds like the gm put you where you were supposed to go after finishing the intro instance.
p.s. i'm not ripping on you, i'm not trying to say your lying or anything of the sort. Just what it seems like to me from what you've said so far. It's easy to become disoriented and overlook things when you start a new game, even for genre vets.
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The pen is mightier than the sword, and authority is mightier than the pen, but the sword is mightier than authority.
If you can't beat 'em, hold 'em off 'till you come up with a better plan.
Thank you for the kind words. However, I am a US player sweetie. Not a EU player. Maybe I"ll make a completely new account and see if it goes any better. I sure hope so, because it can't go any worse.
The GM services were actually run by a 3rd party - Alchemic Dream.They have not had many rave reviews !
As far as I know they will no longer be running the GM's for Lotro , so hopefully we'll all be better off. I think Turbine / CM will now be organising the GM's in house so they will actually know their way round the game map......hopefully
Hmm, you experienced a phenomenon never run into by any other player, (well, maybe one in beta) there seems to be no explaination for it, until proven differently user error remains the number one likely cause.
Who the hell are you, and why should I care?
Congrats! You are a victim of Trollstar!
If it makes you feel better to be so rude and hostile then by all means have at it. Just don't expect another reply from me.
That is great to know! Thanks for the info. Hopefully if I do try it again getting help won't be so difficult.